Customer Service Representative

Job Description:

The Customer Service Representative (CSR) will provide excellent customer support services to journal subscribers, membership societies, and other clients of the Johns Hopkins University Press Journals Publishing Division. This frontline position will be responsible for order/payment processing and subscription fulfillment for journals published by the Press and its clients. The CSR will also serve as a customer service liaison with membership organizations and their members, and will see that all records are accurately maintained. This position is an interactive, operational part of the Press.

The Primary Duties and Responsibilities of the Job Include:

• Enter subscription and membership orders correctly and in a timely manner.
• Process order payments.
• Assist subscribers with placing orders and account maintenance (e.g., passwords, address changes and corrections, undeliverable accounts).
• Provide basic membership and conference registration services for associations, including the review of daily membership reports for duplicates and errors.
• Professionally respond in a timely manner to multichannel correspondence (phone, email, web form) from subscribers and journal contributors, members and society leaders, subscription agents, and bookstores (e.g., requests for invoices, claims for missing issues, product information queries, order/payment assistance).
• Carefully document customer contact and issues.
• Complete assigned projects (gratis lists, conversion lists, etc.) accurately and on time.
• Run daily and monthly reports to monitor the status of customer accounts and orders.
• Other duties as assigned.

Qualifications:

• High School Diploma/GED required. AA degree, related coursework, or higher college degree preferred.
• Minimum 2 years of experience in a fast-paced, detail-oriented customer service environment preferred.

Special Skills and Knowledge:

• Excellent oral, written, and interpersonal customer service skills are essential, with aptitude for figures and attention to detail.
• Experience using computers and MS Office (particularly Excel & Outlook) a must.
• Ability to work with little supervision and adhere to strict deadlines.
• Specialized database, call center, and journals publishing/subscription fulfillment experience a plus.
  

Classified Title:Customer Service Representative
Working Title: Customer Service Representative
Role/Level/Range: ATO 37.5/02/OC
Starting Salary Range:$13.36 - $18.41 per hour
Employee group: Full Time
Schedule: Mon-Fri, 8:30 am - 5 pm
Exempt Status: Non-Exempt
Location: 01-MD:Homewood Campus
Department name: 10000131-Journals Fulfillment
Personnel area: Academic and Business Centers

The successful candidate(s) for this position will be subject to a pre-employment background check.

If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office atjhurecruitment@jhu.edu. For TTY users, call via Maryland Relay or dial 711.

The following additional provisions may apply depending on which campus you will work. Your recruiter will advise accordingly.

During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.

The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.

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